Set up a knowledge base so customers can serve themselves

Project admins can set up a knowledge base so your team can write and share helpful articles, such as how-tos, FAQs, and support questions, and let customers self-serve instead of raising a request.

The service desk knowledge base benefits your team and your customers by:

  • Letting customers help themselves by searching for articles in the help center

  • Gathering customer feedback to lead to more relevant and helpful article updates

  • Helping agents solve requests faster by sharing articles with customers or referencing articles while they work

  • Encouraging agents to create new articles if a request contains useful information

  • Standardizing answers to customer questions instead of offering multiple responses from different sources.

 

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